What should I do if my payment failed?
A failed checkout charges nothing, so simply try again. A failed renewal is retried automatically while you keep your plan. Here is what to check in each case.
There are two places a payment can fail: at checkout, when you subscribe, upgrade or buy a Booster, and at renewal, when Stripe charges your card for the next billing period. What to do depends on which one it is.
The payment failed at checkout
If Stripe Checkout shows an error, nothing has been charged and your plan has not changed. The most common reasons are:
- The card was declined by your bank, for example for insufficient funds or because online or international payments are blocked on the card.
- The card has expired, or the number, expiry date or security code was mistyped.
- Your bank asked for extra verification (3D Secure) and the step was not completed.
Check the card details and try again, or try a different card. If the card keeps being declined, your bank can tell you why; Plot Party does not see the decline reason. Charges are made in US dollars, so make sure your card allows foreign-currency payments.
If your bank shows a charge but your plan or Plot Points have not updated after a few minutes, refresh the page first. If nothing changes, do not pay again. Use Contact support below with the date and amount and we will match the payment to your account.
A renewal payment failed
If the card on file cannot be charged when your subscription renews, Stripe retries the payment automatically over the following days and emails you about the failed charge. That email includes a secure link where you can pay the open invoice and update your card.
- While the retries are running you keep your plan and its features. Your Plot Points allowance for the new period is issued once the payment succeeds.
- If the payment still cannot be collected after the retries, the subscription is cancelled and your account moves to the Free plan. Unused subscription points expire at that point, Booster points stay in your account, and your projects and generated media are not deleted.
- To get your plan back, open the plan dialog and subscribe again with a working card. This starts a new billing period from that day.
Changing the card used for renewals
The card you used at checkout is the one charged at renewal. There is no card manager inside Plot Party yet. To switch cards, use the link in Stripe's payment email, or use Contact support below and we will help you update it.
Still stuck?
Use Contact support below and tell us the email on your account, the plan you were buying, the approximate time of the attempt and the message you saw. We reply within eight hours.